ClubHouse Hotel & Suites Rapid City

The staff, especially the gentleman named Isaac that checked us in. He was not friendly and right out rude. Horrible horrible customer service skills. His attitude is one of never being wrong, and its the customers fault. He needs to learn how to accept responsibility for his actions, and include "Im sorry" in his vocabulary. There was apparently confusion to start the conversation off. I wrote a note to the hotel after I made my reservation advising them we were traveling with our dog and needed a room to accommodate her. When providing this information to other hotels we would be placed on the first floor. When Isaac informed us our room would be on the third floor, I explained to him that I had a dog, and wrote the hotel a note telling them so. He immediately snapped at me and asked if I requested a room on the first floor. I said I didnt think I had to, and he said "well then thats your fault not mine".I told him I didn't appreciate his tone, and to move me to the first floor. Mind you, we upgraded to a King Suite room. He then proceeded to tell me, several times, "there's nothing I can do". When I explained to him that he was being rude, he immediately countered with "your being rude". Not once during our conversation did Isaac try to deescalte the confrontation or apologize. Absolutely no apology from him at all.

Nothing

hmmmm, cannot really think of anything.

Nothing.

Nothing to dislike!

Nothing

The AC unit was shockingly loud

Noise. Cars blocking entry

Needs more towel hooks in bath

Shower in the room didn’t accommodate my handicapped daughter or even me trying to help shower her. She is paralyzed on her right side and can’t speak. There was no hand held shower wand or shower head to use. It was nearly impossible to wash or rinse her as the shower head was too high to make the water hit her in the areas needed. Taking a shower was a nightmare!!

We asked for a handicapped room stating that she was paralyzed on her right side and needed a bathroom with a shower that she could walk into. The front desk said all of the handicapped rooms had bath tubs. We then opted for the regular room where she could step over the small threshold getting into the shower; however, then there were no handicapped railings for her to use. We did ask for a bath chair. That helped for her to sit while I tried to shower her, but with no shower wand or hand held shower head it was nearly impossible to give her a decent shower.

My opinion would be to put shower wands or hand held shower heads in all of your bath areas. Also, handicap railings are needed in bathroom showers & near toilets!

Another area that actually was frightening for her, was your front entryway door. The automatic door closed on her as she tried to walk thru it. There wasn’t enough time allowed for her to move thru it. If I wouldn’t have been there, she could have fallen because of it closing on her. She then wouldn’t go thru it unless I was right there standing in front of it to make sure it didn’t close on her again. It’s so hard to try to make a handicapped person have an enjoyable time while at a hotel, when it’s not equipped properly. Please try to make changes by using some of my ideas into your facility for other handicapped persons in the future.

No dislikes